ServiceNow

Connect ServiceNow to collect ticketing evidence with automated compliance tests, switched on per workspace.

Connect with an API token

1. In ServiceNow:

   1. In ServiceNow, as an administrator, go to All › User Administration › Users and select New.
   2. Enter a User ID (this becomes the Username for Safeguard) and a Given name or Family name.
   3. Check Web service access only so the account is non-interactive (it is set automatically if you choose Machine in Identity type).
   4. Select Submit, reopen the record, and select Set Password to set the password you will paste into Safeguard.
   5. Open the new user record from All › User Administration › Users.
   6. In the Roles related list, select Edit.
   7. In the Collection list, select roles that give read access to the incident, problem, sc_req_item, change_request, sys_user and sys_user_has_role tables, select Add, then select Save.

   Where to find the other values:

   • Instance URL: The address of your ServiceNow instance as shown in the browser, for example https://<instance>.service-now.com.
   • Username: The User ID of the user record created above.

   ServiceNow's public documentation does not cover every step.

   The ServiceNow docs pages fetched do not name a single built-in role that grants read on exactly these six tables, so the role choice is left to the admin (a custom role with read ACLs on those tables is the least-privilege option). The optional Access token (OAuth) path was not documented here. Web service access only requires the Non-Interactive Sessions feature. Documentation checked against the Zurich release.

   Source: servicenow.com, servicenow.com, checked 2026-10-07.

   The permissions Safeguard needs: read: incident, problem, sc_req_item, change_request, sys_user, sys_user_has_role.

2. On Compliance › Connectors, open ServiceNow, click Connect, choose API token and fill in:

   Field	What to enter
   Instance URL	Optional. An address under service-now.com.
   Username	Optional.
   Password	Optional. Stored encrypted and never shown again.

   Or, instead: Access token (optional).

3. Click Connect with token.

Frameworks

Safeguard's automated tests read ServiceNow and map to the controls below. When a test passes, the result is evidence toward each control it maps to, in every framework listed. It is evidence toward a control, not proof that the control is met on its own.

These tests are switched on per workspace by the Safeguard team.

Related

• Ticketing connectors
• Compliance connectors: how connecting works, card statuses and multiple accounts
• Connector setup reference: every connector in one table
• Frameworks and connectors: how connectors provide evidence for frameworks